Troubleshooting: Printing Orders & Receipts

Having printing issues? Find solutions to common problems below.

Common Issues#

Problem: Nothing Prints When I Press Print Receipt#

Symptoms:

• Press print button but nothing happens
• No error message
• Printer appears inactive

Solution:

Check 1: Printer powered on and has paper

• Verify printer power light is on
• Check paper roll is loaded correctly
• Ensure paper is feeding properly

Check 2: Printer assigned to till

• Go to Till Settings
• Verify printer is assigned
• Check printer connection (USB/network)

Check 3: Receipt template setup

• Go to HQ → Printing settings
• Verify receipt template exists
• Check template is assigned to location

Check 4: Restart printer and till

• Turn printer off/on
• Restart till app
• Test print again

Problem: Kitchen Didn’t Receive the Order#

Symptoms:

• Sale completed but kitchen has no docket
• Food not being prepared
• Customer waiting

Solution:

Check 1: Product has correct docket tags

1. Go to HQ → Products
2. Open the product
3. Check Tags section
4. Verify product has appropriate kitchen tag
5. Tag should have Print Header assigned

Check 2: Automatic kitchen printing enabled

1. Go to Till Settings
2. Find automatic docket printing setting
3. Ensure it’s enabled
4. Save if changed

Check 3: Docket printer online

• Check printer power and connection
• Verify paper loaded
• Test with manual reprint

Manual reprint workaround:

1. Open Review Sales
2. Find the transaction
3. Press Reprint Kitchen
4. Notify kitchen about reprint

Problem: Kitchen Printed Duplicate Items#

Symptoms:

• Same order printed multiple times
• Kitchen receives duplicate dockets
• Confusion about what to prepare

Solution:

This is expected with manual reprints.

⚠️ Important: Manual reprints ignore previous prints.

Best practice:

1. Only reprint when truly needed
2. Always notify kitchen staff when reprinting
3. Kitchen should verify with order view
4. Mark reprinted dockets clearly

Avoid duplicates:

• Don’t reprint unless necessary
• Check if original printed successfully first
• Communication with kitchen essential

Problem: Printed Guest Bill Instead of Tax Invoice#

Symptoms:

• Receipt shows “Guest Bill” not “Tax Invoice”
• Shows amount paid and amount owing
• Not the official receipt customer needs

Solution:

Sale was still in progress when printed.

Receipt types:

• Guest Bill: In-progress sales (items + partial payments)
• Tax Invoice: Finalized sales (complete with all payments)

Fix:

1. Complete all payments on the sale
2. Finalize the sale
3. Return to the sale (don’t start new one)
4. Print again → Will be Tax Invoice

To print Tax Invoice:

• Sale must be 100% paid
• Amount due must be $0
• Sale status must be finalized

Problem: Only Part of Receipt Printed#

Symptoms:

• Receipt cuts off mid-print
• Missing information at bottom
• Incomplete receipt

Solution:

Cause: Printer ran out of paper or lost connection

Fix:

1. Check printer paper
2. Reload if needed
3. Verify printer connection stable
4. Reprint from Review Sales:
   • Open Review Sales
   • Find transaction
   • Press Print Sale
   • Full receipt will print

Prevention:

• Check paper levels regularly
• Keep spare rolls nearby
• Monitor printer connection status

Q: Can I print receipt after customer left?#

A: Yes, use Review Sales.

Steps:

1. Open Review Sales window
2. Find the transaction
3. Press Print Sale
4. Receipt prints

Use cases:

• Customer forgot receipt
• Need duplicate for records
• Reprint for customer service

Q: What’s difference between Guest Bill and Tax Invoice?#

A: Based on sale status.

Guest Bill:

• For in-progress sales
• Shows what’s paid vs owing
• Used during service
• Not official receipt

Tax Invoice:

• For finalized sales
• Official receipt
• Payment totals and tax breakdown
• Legal document for customer

Q: Why wrong receipt type sometimes prints?#

A: Receipt type determined by sale status.

Not controlled by:

• Which button you press
• Time of day
• Customer request

Controlled by:

• Is sale finalized? → Tax Invoice
• Is sale in progress? → Guest Bill
• Always based on sale status

To force Tax Invoice:

• Must complete all payments first
• Finalize the sale
• Then print

Q: Can I print multiple receipts for same sale?#

A: Yes, print as many times as needed.

Methods:

• Print from Order View (if still open)
• Print from Review Sales (anytime)
• No limit on reprints

Use cases:

• Customer needs duplicate
• Manager copy for records
• Accounting purposes

Q: When use Payment Receipt Invoice vs Tax Invoice?#

A: Different purposes.

Payment Receipt Invoice:

• Shows HOW payment was made
• Not WHAT was sold
• Use for deposit proof
• Payment method verification

Tax Invoice:

• Shows WHAT was sold
• Shows ALL payments
• Official sales receipt
• Standard customer receipt

Use Payment Receipt when:

• Customer only needs payment proof
• Deposit confirmation
• Payment method verification
• Not full purchase details

Still Having Issues?#

If your problem isn’t listed here:

1. Check the full guide for Printing Orders & Receipts for detailed instructions
2. Verify printer setup and connections
3. Check product tags for kitchen printing
4. Test with different printer if available
5. Contact Paimnt support for assistance